Customer Bliss

AUGUST 22, 2018

Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. Make participation in the customer work a privilege.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

Customer Bliss

AUGUST 22, 2018

Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. Make participation in the customer work a privilege.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Connect to brand and subscription to understand where exactly pain points and revenue issues might crop up. One-Company Leadership. Chief Content Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Selling to the right type of customers makes everything better. You need to “own” this customer segment.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. And what brand has wowed her? It’s takes about 2.5

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Customer Experience 170

Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” ” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

MARCH 26, 2019

As customers, we find joy and enjoyment in engaging with brands who act in this way. I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer. Does your organization enable congruence of heart and habit? In it, I ask: What worked?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Beyond the challenges of this moment, brands must look ahead to think about the bigger picture of what CX could look like.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

InMoment XI

FEBRUARY 1, 2023

After working with many of the world’s best brands for over two decades, we’ve seen CX teams report to the CMO, the COO, and directly to the president/ CEO at various points—this conversation made us think about what impact the reporting relationship has on CX success.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview. About Brenda.

Chief Customer Officer 100

Chief Customer Officer Social Media Call Center Leadership 100

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today. Hilton is a massive global brand. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. What Is a CXO?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make memory creation the currency of your brand. Business #Leadership #Makemomproud #Womenpreneurs #CustomerExperience #CX #leaders #Customers #WomenLeaders #CCO #customer #businessleadership.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 ” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Episode Overview. Carol Pudnos is one of those. About Carol.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

TechSee

MARCH 7, 2023

Fast forward to today, Carol leads the iconic UPS brand. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. Patrick Dempsey OBE.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Totango

FEBRUARY 23, 2024

A lifestyle maven and a gangster rapper turn an unexpected friendship into lucrative television shows and brand deals. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. A salty spread and a sweet topping form a beloved sandwich.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? ” become part of our lives as customers? ” on them.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. One thing is for certain, customer needs and behaviors are always changing.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself. I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Many customers, up to 80% in fact, think brands need to put more effort into providing a consistent, multi-channel experience where you know who they are, where they feel known.

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130